Effective Date: 2026-06-25
Last Updated: 2026-07-15
At Toiz Kenyah Baby Shop, your satisfaction is our priority. We understand that shopping for your child is important, and we are committed to ensuring you receive quality products that meet your expectations. If you are not completely satisfied with your purchase, this Refund & Returns Policy explains the conditions under which returns, exchanges, and refunds are accepted.
1. Our Return Policy
We accept returns for eligible items within 3 days from the date you receive your order.
To qualify for a return, the item must:
- Be unused and unworn.
- Be in its original condition.
- Have all original tags and labels attached.
- Be returned in its original packaging.
- Include proof of purchase (receipt or order confirmation).
Items that do not meet these conditions may not be eligible for a refund or exchange.
2. Non-Returnable Items
For hygiene, health, and safety reasons, the following items cannot be returned or exchanged unless they are defective or supplied incorrectly:
- Underwear
- Socks
- Feeding bottles
- Pacifiers and teething products
- Breastfeeding accessories
- Baby toiletries and personal care products
- Opened diapers or wipes
- Gift cards or vouchers
- Clearance or final sale items (unless faulty)
3. Incorrect or Damaged Items
If you receive:
- The wrong product
- A damaged item
- A defective product
- An item with missing parts
Please notify us within 48 hours of receiving your order by contacting our customer service team.
To help us process your request quickly, please provide:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
Once verified, we will arrange a replacement, exchange, or refund at no additional cost to you.
4. Exchanges
We are happy to exchange eligible items for:
- A different size
- A different colour (subject to availability)
- The same product if the original is defective
- Another product of equal value (where applicable)
If the replacement item costs more than the original, you will be required to pay the price difference.
If the replacement item costs less, we may issue a store credit or refund the difference, where applicable.
5. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If your refund is approved, it will be processed using the original payment method whenever possible.
Refunds may be issued through:
- M-Pesa
- Bank Transfer
- Card Reversal (where supported)
- Store Credit (where agreed)
Please allow 5–10 business days for refunds to be processed after approval. Processing times may vary depending on your payment provider or financial institution.
6. Return Shipping
If the return is due to:
- Our error
- A defective product
- A damaged item
- An incorrect item sent
Toiz Kenyah Baby Shop will cover the reasonable return shipping costs.
If the return is for personal reasons (such as ordering the wrong size, colour, or changing your mind), the customer will be responsible for the return shipping costs.
We recommend using a trackable courier service, as we cannot guarantee receipt of returned items that are lost in transit.
7. Order Cancellations
Orders may be cancelled before they have been processed or dispatched.
Once an order has been shipped, it cannot be cancelled. In such cases, the standard return process will apply after delivery.
8. Items Not Eligible for Refund
Refunds may not be granted if:
- The product has been used, worn, washed, or altered.
- Tags or original packaging have been removed.
- The return request is made after the allowed return period.
- The item was damaged due to misuse or improper handling.
- The product is a non-returnable item listed in this policy.
9. Sale and Promotional Items
Products purchased during:
- Clearance sales
- Promotional campaigns
- Flash sales
- Discount events
may not be eligible for refunds unless they are defective, damaged, or supplied incorrectly.
10. Store Credit
In certain situations, we may offer store credit instead of a cash refund. Store credit can be used toward future purchases on our website and will be valid for the period communicated at the time of issue.
11. How to Request a Return
To request a return or exchange, please contact our customer service team with the following information:
- Full Name
- Order Number
- Product Name
- Reason for Return
- Photographs (if applicable)
Our team will guide you through the return process and provide the appropriate return instructions.
12. Contact Us
If you have any questions about our Refund & Returns Policy, please contact us:
Toiz Kenyah Baby Shop
Email: info@toizkenyah.com
Phone: +254 720 177 747
Website: https://toizkenyah.com
Address: KenRail Towers, Mezzanine 2, | Northwing, Ring Road | Mkungu Close, Nairobi – Kenya.
Our Commitment
At Toiz Kenyah Baby Shop, we are dedicated to providing quality products, exceptional customer service, and a hassle-free shopping experience. If something isn’t right with your order, we’ll work with you to resolve the issue as quickly and fairly as possible.
Toiz Kenyah Baby Shop – Where Tiny Tots Grow in Style, Comfort, and Fun.